Hi @Elizabeth3570 ,
Totally understand and empathize with the situation. Guests have an awful lot of latitude in such a situation and it's frustrating, especially when you really do have quality at top of mind.
Here's my initial impression:
- your overall rating is excellent and the actual 3 star review doesn't mention anything specific that let them down. It reads like the three stars was a mistake even. The individual ratings (cleanliness, etc are 5 star, with 4.9 for value, overall super excellent).
- given your context it seems possible that they were just a bit cranky that they didn't receive the special treatment that they felt entitled too. Hard to avoid cranky guests, even though you seem to have done so successfully for a long time 😉
- you could consider making a response, something like "....we are surprised at this 3 star overall review as it doesn't represent how we do business. This guest shared a written comment in the guest book saying "blah blah". We work hard to create a great guest experience."
- if you are inclined to leave a response, I would stay away from mentioning that you didn't meet their requests for an early check in or special food. They didn't mention it so no need to open that can of worms.
- seperate to all of it, I would respectfully add that there may be something for your to double check and review. Any comments, even if made with spite are worth looking into. I wouldn't rely on a next guest to tell you if the fridge is/isn't noisy (not that you didn't go further already). Clutter? take another look with fresh eyes. Maybe a small edit is due. My experience is that what one person mentions others probably have noticed but recognize it isn't something to complain about, nonetheless, it can be worthwhile to address.
Wishing you continued success!